Managed Service Provider
Ticketing System in Microsoft Teams
To support multiple clients effectively, Managed Service Providers need a centralized
workspace that reduces tool-switching and improves visibility.
What is an MSP?
A Managed Service Provider (MSP) delivers outsourced IT services and support for multiple clients, from infrastructure management to daily help desk needs, keeping systems secure and efficient.
What is an MSP Ticketing System?
To manage client support, MSPs use ticketing systems with multi-tenancy, each having its own users, permissions, and workflows. An effective system provides centralized visibility, quick response times, and a seamless experience for both technicians and clients.
Why Choose Ticketing As A Service?
Providing support directly in Microsoft Teams sets modern MSPs apart. Ticketing As A Service integrates ticketing where clients already work, with multi-tenant support, streamlined management, and better visibility—helping MSPs deliver faster, more consistent service.
Overcoming MSP Support Challenges
Supporting multiple clients is complex for MSPs. Disconnected tools, manual processes, and constant context switching cause delays, reduce visibility, and make consistent support difficult. The same challenges appear in organizations managing multiple teams or branches, where fragmented workflows lead to miscommunication and slower resolutions.
Both MSPs and organizations need more than a help desk—they need a collaborative workspace where conversations, tickets, and updates stay together, adapting to complex environments without the friction of switching platforms.
Simplify Support Across Clients with
Ticketing As A Service
Ticketing As A Service removes the complexity of juggling multiple tools. Built for MSPs, it unifies tickets and workflows into one intuitive interface fully integrated with Microsoft Teams.
MSPs can consolidate tickets from external instances into a centralized Personal App, manage high volumes easily, and save time with bulk updates. By streamlining multi-tenant support inside Teams, you deliver faster, more transparent service without switching platforms or losing context.
To consolidate tenants, all instances need API access. This advanced feature is available on the Professional plan or higher.
Consolidated Ticket Management in Personal App
Easily manage support across clients or tenants with a centralized system. Consolidate tickets from multiple Microsoft Teams instances into one view, with tools to filter, prioritize, and act—eliminating tenant switching and separate portals. Learn more about the Personal App.
Personalization with Custom Workflows and Fields
Adapt your helpdesk to each client with customizable workflows and fields. Define ticket forms, status flows, and automation rules for each organization or department—giving you full control over how requests are managed from start to finish. Learn more about Custom Workflow and Custom Fields.
SLA Tracking and Email-to-Ticket Integration
Built-in SLA tracking monitors response and resolution times to keep teams accountable and performance visible. Email-to-ticket conversion instantly turns emails into tickets, ensuring no request is missed. Learn more about SLA and Email-to-Ticket.
